Strategies for providing next-generation service for today’s customers
Customer Service 10 min read
Customer Support is undergoing massive, irreversible change right now – find out how to stay ahead of the curve by adopting the Conversational Support Funnel.
Customer Service 8 min read
Putting your customers first is easier said than done. We spoke to support leaders at Zapier, Wistia, Automattic, and more to find out what it actually takes to drive long-term loyalty.
AI & Automation 7 min read
We chronicled the initial training process of Resolution Bot to give you an inside look into how support teams can play a pivotal role in product development.
Customer Service 32 min listen
In this episode of Inside Intercom, we sat down with Intercom’s Head of Global Support Operations Ryan Steinberg to discuss automation and the future of support.
Customer Service 7 min read
In customer success, your goal is help as many customers as possible, as quickly as possible. But, during times of rapid change, juggling everything on your plate, along with your customers’ needs, can be a challenge.
Customer Service 6 min read
Support teams can profoundly influence retention by creating an experience that increases product satisfaction and deepens product knowledge. Monday.com’s Tom Ronen and our own Kaitlin Pettersen share their insights on this topic.
Customer Service 8 min read
CSAT is by far the most popular customer service quality metric used across all industries. But CSAT alone is actually a poor indicator of support quality.
Customer Service 9 min read
A team takes its tone from its leader. When a crisis like COVID-19 occurs, how do you lead by example and provide them with the guidance and reassurance they need?
Customer Service 37 min listen
When global work moves online overnight, a wave of support tickets follows. Our support leaders share how they’ve steadied the course.
